Contact Centre Manager - NFP : Job Details

Location: LeicesterContract: Permanent, Full timeSalary: up to 50K base, OTE 75K p.a with bonusWe have a great opportunity for a Contact Centre Manager to join an award winning energy efficiency organisation based in Leicester.Are you an inspirational leader with a passion for sustainability, customer experience, team development and coaching . As Contact Centre Manager, you’ll be at the heart of this organisation’s operations, leading a team that generates top-quality appointments for our sales teams. This role is about much more than just hitting targets—it's about fostering a positive, inclusive and supportive team culture, driving excellence in customer interactions, and ensuring every potential customer receives the best service possible.The Opportunity:You will lead a team of Telemarketing Executives responsible for generating high-quality appointments for our sales teams, and will have responsibility for their coaching and development. The primary focus of this role is to deliver an excellent customer experience by ensuring the efficiency of scheduling the best possible opportunities for the sales team to convert and develop an educative and coherent customer journey. What you’ll do:

• Manage the daily operations of the Contact Centre to ensure the achievement of key KPI’s and business objectives through digital multiple channels.
• Ensure the effective scheduling and optimisation of sales team appointments and territory management.
• Lead, coach, and mentor a team of Telemarketing Executives to reach their full potential through regular 1:1s, coaching, setting objectives and providing regular feedback on performance.
• Analyse performance data to optimise efficiencies and provide coaching, training and performance feedback.
• Develop your team’s capability to drive exceptional performance and deliver progressive results
• Contribute to future strategy and work closely with internal teams, aligning strategies and sharing knowledge to promote success
• Ensure a seamless and coherent customer journey from initial contact to appointment booking
• Bring to life, identify and implement innovative solutions for continuous improvement helping to optimise conversion at every stage of the customer journey
• Follow clear procedures, including daily, weekly and monthly touch points
• Ensuring all areas are compliant with all relevant legislation and regulation.
• Develop, build and cultivate strong and effective stakeholder relationships to ensure best practice approaches are implemented across the wider business.
• Create a diverse, open and inclusive culture that supports the organisations clear values and behaviours.

What we’re looking for:

• Proven experience as a Contact Centre Manager gained within a customer experience environment that manages predominantly outbound contact with some inbound customer contact through multiple digital channels.
• Resource planning and territory management expertise is essential
• Experience of using digital channels, dialler and contact centre technologies and reporting tools to analyse performance and customer experience metrics.
• You’ll be a natural ambassador and have strong leadership experience and team management skills, focused on developing a team with a proven record of creating a culture of high performance
• A natural and genuine passion for going above and beyond for customers
• Previous experience of leading, motivating and coaching teams through periods of change is desirable.
• Influencing and negotiation skills to build and pro-actively manage third-party professional relationships, stakeholders and customers effectively.
• Sound commercial awareness and judgement - understanding of external economic factors that may impact delivery and legislation.
• Strong problem-solving skills, with an ability to analyse high volumes of data and formulate innovative solutions and produce reports for stakeholders
• Excellent organisational, communication, and interpersonal skills
• Strong experience of delivering continuous improvement and providing an exceptional customer journey experience.

To apply for this role, please click apply online and upload an updated copy of your CV.The roles will be based in Leicester so you will need to have the right to work in the UK.Diversity and Inclusion StatementWe are committed to creating a diverse and inclusive workplace where everyone feels valued, respected, and empowered. We believe that a range of voices brings value to our organisation, and we actively encourage applications from people of all backgrounds, experiences, abilities, and perspectives.We welcome applications from all individuals regardless of age, disability, gender identity, marital status, pregnancy, race, religion or belief, sex, or sexual orientation, in line with our dedication to a fair recruitment process. Our commitment to diversity is underpinned by our adherence to the Equality Act 2010, and we take active steps to ensure our workplace is free from discrimination and bias.If you require any reasonable adjustments during the recruitment process, please let us know, and we will work with you to meet your needs.NFP is a HR Solutions Consultancy and the services advertised for this vacancy are those of an Employment Recruitment Consultancy representing clientsNFP People and Talent Solutions is excited to partner with a respected organisation in the Energy Efficiency sector Closing date: 13-12-2024REF-218 187